Troubleshooting: My verification code does not work

Your verification codes are linked to the application on the phone which you originally synced with CtrlPrint. (When you scanned the QR code.) You will not be able to use any other phone or verification method if you lose your phone. If you need to reset your account so that you can sync a new phone please contact your administrator or CtrlPrint who can assist you with this.

Because the codes are time sensitive it is important that your phone displays the correct time. A difference of even 20-30 seconds will be enough for the codes not to be accepted by the system.

To reset the time code on Google Authenticator on Android phones:

  1. Go to the Main Menu on Google Authenticator
  2. Select Settings
  3. Select Time correction for codes
  4. Select Sync now

To reset the time code on iPhones:

  1. Go to the iPhone Settings app
  2. Select General
  3. Select Date & Time
  4. Enable Set Automatically
  5. If it's already enabled, disable it, wait a few seconds and re-enable.

If you continue to have issues and are unable to resolve them you should first attempt to resync your phone with the system by rescanning to the QR code.

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